State Theatre New Jersey
Careers

Guest Services Manager

The Guest Services Manager will be responsible for day-to-day ticketing operations, customer service, and sales support, with a focus on elevating the role of hospitality and developing innovative approaches to sales and customer service. S/he will work closely with the Director of Ticketing Services to ensure the smooth operation of Guest Services. Guest Services acts as a main point of contact to many of our guests and this position will be responsible for overseeing the creation and maintenance of ongoing relationships with each guest. “Guests” are defined as season ticket holders, single ticket buyers, donors and visitors. The Guest Services Manager will exercise leadership in creating, planning, and implementing activities that deliver the optimal guest experience while achieving sales goals. The Guest Services Manager is responsible for training and supervision of Guest Services associates and implementing incentive and training programs.

Essential Duties and Responsibilities

  • Evaluate, plan, and implement short and long-term strategies that provide an outstanding experience and stewardship for our patrons through customer service channels
  • Maximize and manage a hiring and training program for Guest Services associates
  • Champion and monitor up-selling, cross-selling and outbound calling
  • Work with marketing and development staff to develop successful sales program for inbound cross-sell and up-sell and outbound ticketing and fundraising efforts, setting campaign goals and creating/optimizing incentives and bonuses to achieve those goals
  • Monitor weekly and monthly sales goals of Guest Services team and individual Guest Services associates
  • Monitor phone queues and operations daily to ensure that Guest Services staff is utilizing time effectively to achieve desired service levels
  • Coordinate with marketing staff to ensure phone queue system is set up with  proper messaging
  • Provide feedback on outbound sales and fundraising materials
  • Serve as the voice of our guests in providing vital feedback to leadership and the senior team regarding guest experiences, requests, and other service needs
  • Work with Director of Ticketing Services to ensure proper internal controls for all ticketing and sales operations
  • Ensure best practices for data input and data cleanliness are followed
  • Collaborate with marketing department to ensure consistent messaging, tracking, and reporting of guest transactions
  • Address guest concerns and requests promptly and develop procedures to improve guest experiences on a continuing basis
  • Act as a member of the patron loyalty and customer service committees and collaborate with senior team in developing long-range strategic plans that ensure an ongoing positive guest experience
  • Devise and provide effective customer service strategies to attract and retain patrons as well as to troubleshoot challenges
  • Lead  hiring, onboarding, training, scheduling, and work assignments for Guest Services personnel for daily operations, events, and on-sale dates
  • Schedule supervision during Guest Services opening and closing
  • Provide package fulfillment reports to concessions staff
  • Provide seating reports to the Director of Event Services/Front of House staff prior to events and work with them on any seating issues during events
  • Work with the Inventory Control Manager to accommodate third-party ticket sales seating
  • Work with the VP of Programming and Director of Production to accommodate artist and tour seating needs
  • Act as on-site ticketing point of contact for tours, producers and stage managers
  • Monitor and administer parking passes
  • Monitor Guest Services cash reconciliation and reporting
  • Perform other duties as required

Required Qualifications (Knowledge, Skills, and Abilities)

  • Bachelor’s degree in marketing, public relations or a related field, or equivalent experience
  • Three to five years of experience working directly with the public in customer service and sales leadership
  • Proven supervisory experience with strong management and organizational skills
  • Ability to lead, train, motivate, mentor and inspire staff at all levels
  • Strong written and verbal communication skills
  • Excellent interpersonal skills and professional demeanor
  • Proficient in Microsoft Office suite including Word, Excel, Outlook and PowerPoint
  • Ability to perform in a fast-paced, dynamic environment and work collaboratively across the organization
  • Ability to accommodate a flexible schedule, including evenings, weekends and holidays

Preferred Qualifications

  • Experience in live entertainment industry
  • Knowledge of ticketing systems, especially Tessitura and Ticketmaster

how to apply

This is a full-time position offering a comprehensive benefits package and salary commensurate with experience. Qualified candidates should submit a cover letter, resume, and salary requirements to jobs@stnj.org.


USHERS (PART-TIME)

Management is looking for applicants with past experience in direct customer service as well as a wide array of hours of availability including days/nights/weekends/holidays.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO

  • Greet and Welcome all guests
  • Direct all guests to their proper assigned seats
  • Correct seating mistakes as necessary
  • Provide prompt and professional responses to all audience inquiries
  • Monitor and enforce patrons to ensure State Theatre New Jersey policies regarding procedure and safety are followed
  • Perform all pre- and post-performance tasks as directed by management
  • Disperse any and all marketing materials as directed by management
  • Assist all Guests in the event of an emergency to locate the nearest Exit or escape route to safety
  • Light maintenance and cleaning
  • Assist special needs and handicapped guests as necessary

Physical/Mental Requirements Necessary

  • Ability to carry up to 40 lbs. waist high, including up and down stairs is required
  • Ability to climb steps repeatedly is required
  • Ability to descend/ascend ramps and inclines/declines
  • Ability to stand for long periods of time is required
  • Work indoors/outdoors in a fast-paced, busy environment, with environmental conditions such as noise, dust, heights, dark/dim/absence of lighting, and smoke. Incumbents must have the ability to bend, stretch, reach, and kneel without restriction
  • Must be able to communicate effectively in English, in both written and oral forms
  • Must have interpersonal skills to deal effectively with all business contacts
  • Maintain a professional, neat and well-groomed appearance, adhering to State Theatre New Jersey standards.
  • Work varied shifts, including nights, weekends, and holidays
  • High School Diploma or equivalent is required
  • Proof of eligibility to work in the United States is required
  • Experience with Two Way Radios is preferred

how to apply

Please email your resume and a cover letter to Jessica Trechak, Director of Event Services, at jtrechak@stnj.org


CAPITAL CAMPAIGN INTERNSHIP

State Theatre New Jersey seeks an energetic and self-motivated individual with strong writing, communication and interpersonal skills and who pays strict attention to detail to assist the Capital Campaign Director with the planning phase of capital improvements to be made to the historic theater. The internship requires a minimum of 15 hours each week between Mon-Fri (9am-5:30pm), per a mutually agreed upon schedule.

RESPONSIBILITIES AND DUTIES INCLUDE ASSISTANCE IN:

  • Writing thank you letters, letters of inquiry and proposals
  • Researching individual prospects and donors
  • Researching companies and foundations for possible partnerships and grant opportunities
  • Mass mailing projects
  • Creating, maintaining, and updating lists
  • Data entry and updates
  • Filing and file upkeep
  • Updating Capital Campaign plans and calendar
  • Some special event projects

Knowledge of Microsoft Word and Excel is required. Knowledge of Power Point is a plus.

This position is on a volunteer basis and is therefore unpaid. It is a great opportunity for individuals interested in a career in arts administration. Students can arrange to receive college credit. Applicants must be willing to bring their own laptop to work on.

how to apply

Email your resume and cover letter to Leah Anglum, Manager of Patron Relations & Development Operations, at langlum@stnj.org


MARKETING/PR INTERNSHIP

The Marketing/PR intern will work closely with staff to implement marketing, promotions, public relations, and audience development initiatives. Tasks include writing, editing, and proofing press releases, blogs, website copy, e-blasts, and program copy; flyer distribution; working with social media sites such as Facebook, Twitter, Pinterest, and YouTube; and other projects as needed. The internship requires a minimum of 15 hours each week between Mon-Fri (9am-5:30pm), per a mutually agreed upon schedule. Must have strong organizational skills, strong writing skills, and working knowledge of Microsoft Excel.

This position is on a volunteer basis and is therefore unpaid. Students can arrange to receive college credit.

how to apply

Email your resume and cover letter to Hanna Wasserman, Marketing Coordinator, at hwasserman@stnj.org


GRAPHIC DESIGN INTERNSHIP

State Theatre New Jersey is seeking an innovative graphic design intern to design and produce marketing materials for The State in a Mac-based environment. The internship requires a minimum of 15 hours a week—Mon-Fri (9am-5:30pm)—per a mutually agreed upon schedule.

Responsibilities

  • Design and produce promotional materials such as posters, flyers, advertisements, brochures, etc.
  • Design web graphics for the State Theatre New Jersey website and internet advertising
  • Various administrative duties such as cutting flyers, hanging posters, preparing items for distribution
  • Assist the Creative Director with the creative workload

Requirements

  • High proficiency in the Adobe Creative Suite: Adobe InDesign, Adobe Photoshop, and Adobe Illustrator
  • Strong typographic skills, ability to accept criticism, and good eye for proofing
  • Knowledge of Quark Xpress, Dreamweaver, Video Editing, and HTML a plus

This position is on a volunteer basis and is therefore unpaid. Students can arrange to receive college credit.

how to apply

Email your resume, cover letter, and samples of your portfolio to Tracy Furr, Creative Director, at tfurr@stnj.org


DEVELOPMENT INTERNSHIP

State Theatre New Jersey seeks an energetic and self-motivated individual with strong writing and interpersonal skills. The internship requires a minimum of 15 hours each week between Mon-Fri (9am-5:30pm), per a mutually agreed upon schedule.

Responsibilities and duties include assistance in:

  • Writing letters of inquiry, gift acknowledgements, and proposals
  • Special writing projects (newsletter articles, grant blurbs, blogs, etc.)
  • Researching individual prospects and donors
  • Researching companies and foundations for possible partnerships and grant opportunities
  • Mass mailing projects
  • Creating, maintaining, and updating lists
  • Data entry and updates
  • Filing and file upkeep
  • Creating and updating Development Department plans and calendar
  • Some special event projects

Candidates must possess strong writing skills. Knowledge of Microsoft Word and Excel is required.

This position is on a volunteer basis and is therefore unpaid. Students can arrange to receive college credit.

how to apply

Email your resume and cover letter to Leah Anglum, Manager of Patron Relations & Development Operations, at langlum@stnj.org


State Theatre New Jersey is an Equal Opportunity Employer. Equal employment opportunity includes, but is not limited to, employment, training, promotion, demotion, leaves of absence, and termination. All applications will be considered only on the basis of the applicant's knowledge, skills, and ability to perform the essential functions of the position, with or without reasonable accommodation. It is our established policy to provide equal employment opportunities to all qualified persons without regard to race, color, religion, sex, pregnancy, gender, sexual orientation, age, national origin, physical or mental disability, military or veteran status, genetic information, citizenship status, or any other protected classification, in accordance with applicable federal, state, and local laws.

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